News and industry insights

Estatesearch: Serving the Industry

By Estatesearch on January 12th, 2024

Estatesearch’s mission is to provide services that support greater efficiency and risk mitigation for probate professionals, while delivering a service that delights customers.

We place our clients at the heart of everything we do. We build relationships with our clients to create an environment where they know we will listen and use our skills to develop innovative solutions. We foster a collaborative culture where difficult situations are not dismissed but discussed and analysed to deliver better client outcomes.  In the past 12 months we have:

  • Grown our client base by 88%, with client retention rate of 92%.
  • Completed the process of becoming ISO27001 certified to ensure we have processes in place to protect the best interests of our clients.
  • Further invested in our Customer Success Team growing from 4 employees to a team of 11 employees and maintain a 24 hour helpdesk response time and ensure we remain supportive and responsive throughout customer journey.

Feedback Matters

Clients regularly comment on ease of use and excellent customer service. In our recent client survey of over 200 respondents we were delighted that 98% rated their overall experience with Estatesearch as excellent or good, and 100% would recommend us.  Based on the responses, our NPS score is now 96.

We asked respondents to describe our customer service in just one word.  Answers included:  outstanding, proactive, approachable, knowledgeable and responsive.

“Absolutely excellent service, always at the end of the phone or email if you need to just check something before ordering the service required, always helpful and happy to help!”

Kerry Robinson, Veta Law, Legal Assistant

Training and Knowledge Enhancement

As an organisation we also place an emphasis on customer training, support and knowledge development. Over the past year we have delivered 200+ hours of demos/training/CPD; launched Digital Assets Webinars attracting 500+ registrants.  Our sessions were rated 9+/10 for knowledge, with 99% of attendees stating they would recommend to a colleague.

We also regularly run our popular Missing Billions CPD session for legal teams, educating probate professionals as to the reasons due diligence is so important. Having delivered over 150 hours of training this year already, we have also developed further training sessions to help support best practice.

We also provide free educational resources for legal firms such as our webinar series on ‘What Happens to Digital Assets When We Die’ visit

Meet the team

We think the quality of the work our team delivers and how well they perform is influenced by their working environment. This is what some of our team say about working at Estatesearch:

Jenna Cleaver, Senior Customer Success Advisor: “The Customer Success team are the most delightful team to work alongside.  I have been here for over two years and the growth for the team and individuals within the team is fantastic. No day is the same here at Estatesearch, every day is a wonderful one.”

Alex McDermottroe, Securities Administrator: “I enjoy working at Estatesearch primarily because the atmosphere is genuinely so positive and reassuring. I have never felt more supported and appreciated in a professional environment for both me as an individual and for my contributions to the team. I am constantly encouraged to develop my skillset and knowledge further in an industry that is incredibly fascinating to me, and I cannot wait to grow more here at Estatesearch.”

Aisha Khan, Customer Success Administrator: “Since joining Estatesearch I have thoroughly enjoyed the positive collaborative energy, it has made doing my job an absolute pleasure. I am supported and uplifted by my superiors and team to further my knowledge and advance my skills. I am thrilled to work for a company that has accepted me enthusiastically and wholeheartedly and am excited to see what the future holds.”

Mandy Hawkins, Operations Manager: “Customer Success, is the very heart of the Estatesearch Team. I’m proud to work with a team who are all dedicated to delighting our clients, working efficiently, always happy to go the extra mile and find effective solutions to any situation. Eagerness to learn, develop and specialise, engaging with all areas of the business has created a successful team appreciated by the business and clients alike. Passion and enthusiasm for championing our products and supporting our clients has resulted in an industry leading Customer Success team.”

Originally published in Today’s Wills and Probate – 9th January 2024

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